Executive Director-Revenue Cycle Services, System Patient Access Center Operations

Overview

Executive Director – Revenue Cycle Services, System Patient Access Center Operations

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Revenue Cycle Services leadership team in the role of Executive Director – Revenue Cycle Services, System Patient Access Center Operations.

Indiana University Health is seeking a consumer-obsessed, hospitality-driven, digitally savvy contact center Executive Director of System Patient Access Center Operations to lead our enterprise-wide Patient Access Center, one of the largest in the Midwest, handling 7 million calls annually and supported by a team of 700+ FTEs.

This leader will architect and operationalize a world-class access experience that rivals the service standards of Waldorf Astoria, Zappos, Amazon and Wayfair, while navigating the complexity of healthcare, including peds and adult physician office operations, hospital-based services (e.g., Radiology, Surgical Services, Diagnostics), and multi-disciplinary referral pathways.

The Executive Director will collaborate with exceptional peer colleagues to architect IU Health’s transformation toward a fully unified, digitally enabled, patient-and-provider access center model bringing together scheduling, referrals, nurse triage alignment, CRM-enabled engagement and future digital workflows.

This is a role for a leader who thrives at scale, excels in complexity, and believes access is an experience, not a transaction.

IU Health is reimagining how patients and providers enter our system. Today’s consumers expect transparency, empathy, personalization, and omnichannel convenience. Providers expect seamless referral pathways and reduce administrative burden.

You will lead the enterprise shift toward:

• First-contact resolution
• Predictive call routing and smart queue management
• Clearly defined service standards and hospitality-grade service behaviors embedded into daily operations
• Digital self-service adoption (SMS, asynchronous messaging, chat, IVAs)
• Elimination of friction for patients and referring providers
• End-to-end referral management with measurable lag-day reduction
• Scalable workflows that support future Epic-aligned design

This role shapes the experience for millions of patients annually and protects the time, trust, and clinical capacity of IU Health’s providers.

• Lead a 7M-call, 700-FTE, centralized Patient Access Center that serves all IU Health hospitals, ambulatory practices, and service lines for both pediatric and adult patients.
• Build and execute the enterprise strategy for ongoing integration of scheduling and referral functions.
• Establish IU Health’s access center as a benchmark of service excellence, reliability, and consumer trust across the healthcare industry.

• Define and execute a consumer access center experience inspired by best-in-class hospitality organizations and aligned to IUH’s patient and consumer strategy.
• Translate service excellence standards into measurable behaviors, quality expectations, and coaching models across a large, distributed workforce.
• Implement human-centered service design, journey mapping, and experience blueprints to eliminate friction across digital and human touchpoints.
• Elevate both patient and referring provider experience, ensuring timely, coordinated access across specialties and hospitals.

• Lead adoption of modern contact center technologies, including:
  • AI-enabled virtual agents
  • Predictive and skills-based routing
  • Omnichannel communication (SMS, chat, asynchronous messaging)
  • Self-service workflows integrated with Epic
• Develop call center CRM strategy, in partnership with the Patient Experience organization, to enable proactive outreach, personalization, and consistent service across access channels.
• Drive digital channel utilization while raising satisfaction and reducing call…